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For Companies At a Glance
- Tasks: Triage and resolve technical issues while providing friendly support to schools.
- Company: Join a dynamic team dedicated to keeping education running smoothly.
- Benefits: Remote work, flexible hours, and opportunities for professional growth.
- Why this job: Make a real difference by helping schools with your tech skills.
- Qualifications: Experience in service desk roles and strong problem-solving abilities.
- Other info: Work in a supportive environment with rotating shifts and occasional office visits.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Technical Support Analyst 💻🛟— UK Remote
Love solving problems and helping customers? Join our Service Centre team to keep schools running smoothly with clear, friendly support and solid troubleshooting. Homeworking with occasional office visits. Senior Technical Support Analyst…
What you’ll do 🔧
- Triage, troubleshoot, and resolve tickets in Zendesk, keeping notes crisp and hitting SLAs/KPIs. Senior Technical Support Analyst…
- Use remote tools & knowledge bases; escalate cleanly to internal teams/approved 3rd parties where needed.
- Handle “how-to” queries and routine requests with clear, customer-friendly guidance
- Keep customer/config info accurate; spot recurring issues and flag trends; contribute to KB/forums.
You’ll bring 🧰
- Service Desk/Helpdesk experience (1st / 1st–2nd line), owning incidents through resolution or escalation, working to SLAs.
- Confidence with ticketing systems and incident management (ITIL awareness).
- Good general IT knowledge (desktops, major apps, basic networks) plus strong comms, detail focus, and problem-solving.
Nice to have 🌟
- SQL basics; IIS and Reporting Services familiarity.
- Some exposure to web app debugging (ASP/ASP.NET (C#) or JavaScript).
- Experience with iSAMS / education MIS.
- Remote (UK) with occasional office visits.
- 37.5 hours per week on rotating shifts: 06:00–14:00 / 08:00–16:00 / 10:00–18:00.
Ready to apply? 🚀
#Hiring #TechSupport #ServiceDesk #ITJobs #RemoteJobs #ITIL
Technical Support Analyst employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of ticketing systems and incident management. Familiarity with tools like Zendesk will give you a leg up when you're troubleshooting and resolving tickets.
✨Tip Number 2
Practice your communication skills! Since you'll be helping customers, being clear and friendly is key. Try role-playing common support scenarios with a friend to get comfortable with how to guide users through their issues.
✨Tip Number 3
Network with others in the field! Join forums or groups related to technical support. You never know who might have insider tips or job leads that could help you land that Technical Support Analyst role.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications directly from candidates who are excited about joining our Service Centre team. Make sure to highlight your relevant experience and problem-solving skills!
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your Service Desk experience and any relevant IT knowledge. We want to see how your skills match up with what we’re looking for, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Friendly Cover Letter: Your cover letter is your chance to show off your personality! Keep it friendly and professional, and explain why you’re excited about the Technical Support Analyst role. We love seeing genuine enthusiasm!
Showcase Problem-Solving Skills: In your application, give examples of how you've triaged and resolved tickets in the past. We’re all about solving problems here at StudySmarter, so let us know how you’ve tackled challenges head-on!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at IRIS Software Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around ticketing systems and incident management. Familiarise yourself with Zendesk and ITIL principles, as these will likely come up during the interview.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've triaged or resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to handle customer queries effectively.
✨Communicate Clearly and Confidently
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. This will demonstrate your communication skills and your ability to provide friendly support to users.
✨Research the Company Culture
Take some time to understand StudySmarter's values and mission. Being able to align your answers with their culture will show that you're not just a fit for the role, but also for the team.